IT SPECIALIST (CUSTOMER SUPPORT) (3 Vacancies)

Summary

IOWA ARMY NATIONAL GUARD - TITLE 32 EXCEPTED SERVICE POSITION This position is restricted to current Military members of the Iowa Army National Guard. LOCATION: G6, Johnston, IA

Duties

As a IT SPECIALIST (CUSTOMER SUPPORT) (3 Vacancies), GS-2210-9/11 your duties are below. Addresses problems; installs, configures, troubleshoots, and provides maintenance and training in response to customer requirements or inquiries (e.g., tiered-level customer support). Typically provides initial incident information to the Incident Response (IR) Specialty. Provides Tier II support for end-user hardware failures. Responds to a variety of failures to devise recovery plans for system failures. Re-images customer workstations as needed and resolves complex problems. This includes developing and/or using programs and techniques to isolate causes of problems and user errors. Detects damaged or lost files, optimizes disk management, measures system performance, controls system security, and/or extends system capabilities to support local requirements. In case of system failure, makes quick fixes to restore operations, then analyzes problems, develops recommendations, and works with other staff to implement changes. Trouble-shoots and repairs IT systems and related components, (software & hardware) implementing Army standards and accepted practices. Notifies team leader of any significant trends in hardware / software implementation issues and any potential problems that may have a detrimental effect on mission requirements. Coordinates support actions with user, other IT personnel, and higher levels as required. Evaluates IT hardware and software used by activities. Installs, tests, and prepares performance reports and recommendations on such equipment as microcomputers, printers, scanners, etc. Works with users to test and evaluate a variety of software packages. Resolves problems to the extent possible before referring more difficult problems to appropriate levels. Applies appropriate security measures consistent with approved security standards. (40%) Provides support and guidance on installing, and operating personal computers, peripheral equipment, and associated software. Supports users on equipment and software; custom installation and maintenance of hardware and software; investigating and resolving problems arising in the user operation of equipment/systems to extent possible before referring more difficult problems to the appropriate levels; documenting actions taken in Remedy ITSM or the current work ticket tracking system; and serving as a point of information for workstation operations. Receives, responds to, and ensures resolution of all types of help center calls. (40%) Receives requests for resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and research database for possible solutions or tasks the appropriate subject matter expert or section capable of resolving the problem. Coordinates external vendor support for warranty repairs when applicable and ensures proper escort assigned while work is performed. Maintains awareness of current trends in information technology. Performs varied research and periodical searches to identify current trends in information systems, hardware, software, and training. (10%) Updates hardware and software architecture databases to reflect installations, turn-ins, and changes in reportable software. Works directly with Property Book Officers and Supply Sergeants to ensure all assigned and transitional property is accounted for. Performs cyclic inventories as required by the Command Supply Discipline Program. (10%) Performs other duties as assigned. D2526P02

Requirements

NATIONAL GUARD MEMBERSHIP IS REQUIRED: This is an excepted position that requires military membership in a compatible military assignment in the Iowa Army National Guard. Selectee will be required to wear the military uniform. Acceptance of this excepted position constitutes concurrence with these requirements as a condition of employment. APPLICATION MATERIALS MUST BE RECEIVED BY 08/11/2026 . FAILURE TO PROVIDE COMPLETE INFORMATION MAY RESULT IN YOUR NOT RECEIVING CONSIDERATION FOR THIS POSITION. Please refer to the Qualifications and Evaluations Section of this Announcement to understand the qualification requirements, and the How to Apply Section for detailed instruction on applying. TRIAL PERIOD REQUIREMENT: As a condition of employment for accepting this position, you will be required to serve a 2-year trial period or 1-year (Veterans Preference Eligibles Only) during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: Your performance and conduct. The needs and interests of the agency. Whether your continued employment would advance organizational goals of the agency or the Government; and Whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. SECURITY CLEARANCE REQUIREMENT: Employment is subject to attaining and maintaining a clearance as required by this position. If the selectee does not possess the applicable security clearance when hired, application must be made within 30 days of the start date. Failure to make application for the required security clearance will result in termination of employment. Failure to complete prescribed courses may be cause for reassignment or termination of FTS. Military Rank Requirements: OFFICERS, WARRANT OFFICERS, AND ENLISTED MEMBERS (O-4 and Below)

Qualifications and evaluation

Once the announcement has closed, your resume and supporting documentation will be used to determine if you meet the qualifications listed on this announcement. If you are found to be among the qualified candidates, you will be referred to the selecting official for employment consideration. Verbiage displayed on your resume or application must contain your own words. You may refer to position descriptions, i.e. the general and specialized experience located within the vacancy announcement, to assist with describing work experiences; however, resumes or applications received in verbatim will not be considered. In your resume you will need to address the general and specialized experience listed above. Please use as much detail as needed, giving dates (months and years) of the experience, position title and how the experience was gained. This information is needed to determine if you are qualified for the position. Knowledge, Skills and Abilities required for this position: Knowledge of IT principles, methods and practices are in the assigned specialty area. Skill to plan and deliver of a full range of customer support services to the organization. Knowledge of and skill in applying a wide variety of applications, operating systems, protocols and equipment used in customer organizations, methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems. Knowledge and understanding of mobile device functionality and PII security for compliance with all applicable official guidance and publication. Ability to provide advice and assistance to customers, troubleshoots complex problems, and provides support in a manner that minimizes interruptions in the customers' ability to carry out critical business activities.

Education

Substitution of Education for Specialized Experience - GS-09: Master's degree or equivalent graduate degree -or- 2 full years of progressively higher level graduate education leading to a master's degree or equivalent graduate degree GS-11 Ph.D. or equivalent doctoral degree -or-3 full years of progressively higher level graduate education leading to a Ph.D. or equivalent doctoral degree To receive credit for education, you must provide college transcripts to support your educational claims.

How to apply

To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. A complete application package must be submitted by 11:59 PM (EST) on the closing date of the announcement to receive consideration. To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application. Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process. After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process. You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Required documents

To apply for this position, you must submit a complete Application Package which includes: Your resume showing work schedule, hours worked per week, dates (format should include Month and Year) of employment and duties performed. Additional Supporting Documents (if applicable): Cover Letter, Transcripts, DD 214, SF-50, ect.

Additional information

ENLISTMENT CASH BONUSES: Acceptance of a technician position may affect any bonus and/or educational assistance that may be applicable. Please contact your Education Office prior to accepting a position with the Iowa Army National Guard. Participation in direct deposit is mandatory. If you are a male applicant born after 12/31/1959 and are required to register under the Military Selective Service Act, the Defense Authorization Act of 1986 requires that you are not eligible for appointment in this agency (https://www.sss.gov/RegVer/wfRegistration.aspx).